Hacker News Reader

If anyone from Zapier is reading, how do you folks do it? What does your support staff look like? Do you have allocated support engineers?

I'm on a team of fiveish serving a whole company of fiftyish. Sometimes we resolve issues quickly, but often it pains me how long resolutions take. I'd love to do better but it's not clear how, short of staffing an engineer towards those reactive things specifically.

View on HN

I work at Tyk.io and our average response time is less than an hour. If we talking about resolution time, it is about few weeks (depending on release cycle). But overall we are so good at it, because all team members, including engineers, do the support. There is some "first line" of support, which answer basic questions, and re-directs to the related person. Additionally, since we are a remote team (same as Zapier), we have team members across all over the globe, and literally 24 hours online.

Involving engineers into support is not cheap, but it pays off with extraordinary customer loyalty.

And for sure a lot of automation, extensive internal and external FAQs, and good documentation.

New ticket: don't intervene with the user scroll in your home page. It's painful. (I'm on a mobile device)

Yeah, we are aware of it. In process of fixing.

Reply on news.ycombinator.com